Articles and whitepapers

Do Installers Have Their Multiroom System Under Control? (2/4/2007)

By Pete Baker, Remote Technologies Incorporated (RTI)

Nothing is more important when it comes to multiroom technology than the control system. Yes, I did mean to say 'nothing' - not the speakers, not the display device, not the lighting - nothing! The control system will have a bigger impact on your clients' satisfaction than anything else you sell them.

It simply doesn't matter how advanced the A/V technology is if the home system is not easy and reliable for everyone in the home to operate. I often equate the remote control system to a web browser. Without a good browser, it is impossible to experience all the wonder of the Internet, no matter how powerful and fast your computer is. Likewise, without the crucial remote control, your clients can easily get frustrated and not use the system at all, or they will program your mobile number into the top spot on their speed dial list and call you every five minutes for support! Either way, the level of enjoyment will fall far short of its potential. Not surprisingly, this will leave them dissatisfied with the entire system and your company.

This is a critical observation that you need to make for your business. As we all know, custom installers most likely can't survive and grow without the aid of satisfied customers (i.e. client referrals). Bottom line, this should be what your business is all about. Make your clients as happy as you possibly can, and let them spread the word about your greatness. Give them an experience. Show them magic. Compel them to tell every guest that enters their home how incredibly talented their installer is.

There are obviously many elements involved in creating this kind of customer satisfaction, but there is one simple thing that may improve your chances more than anything else you can do - get the remote control system right!

the RTI T2-C provides users control over their home theatres and distributed audio systems, as well as lighting, drapes, and other electronically controlled household systems

The importance of the right remote control

You're probably wondering what 'getting it right' means. When it comes to multiroom universal remote control systems, there are two major pitfalls that snag far too many custom installers. First, is the mistake of devoting inadequate resources to this element of the installation. Second, is using mass-market universal remote controls that do not allow you to provide unique added value - a custom element. In other words, don't propose a £200 remote that your client can shop for at any big box store and all over the Internet, to control a professionally-installed audio/video system. Take pride in your ability to customise the user interface for your client and gloat about the fact that no matter how many components they add to their system, you will make it easy to use!

In my experience, it never pays to undersell the remote control system. The truth is that almost none of your clients will be able to distinguish the difference between any of the good quality A/V components which are now available. If you are working with a tight budget and need to keep the costs down, this is the place to do it. Your clients may feel differently as they see a 'remote control' priced out in your proposal, they may want to brave the control of the system without this item in order to reduce the overall investment in the system - don't let them. Skimping on the remote control is foolish, since this is something they certainly will notice the first time they attempt to turn the system on. After the system is installed, in your client's mind, the remote control user interface will become 'the system'. It is literally the only thing they need to understand in order to use and enjoy the entire system.

Choosing a remote control

So, what exactly should you be looking for in the remote control systems that you sell and install? There are a number of good options available - products that offer a customisable interface together with software tools and accessories that are installer friendly. This means the programming should allow you to adjust anything about the user interface or command transmission that's necessary to make the control easy and reliable. In other words, more automation and flexibility is better. Additionally, the remote control system should be powerful and expandable. The control system is your tool to automate the system and make the magic happen behind the scenes.

the RTI T4 Universal Controller is a handheld controller that offers complete access to all of the functions of home theatres and other multi-component audio/video systems

Then there's my list of 'make sures':

1. Make sure there are options to always make macros execute flawlessly.
2. Make sure accessory options are available to deal with the unanticipated problems that happen at the job site. As you know, each installation is unique - they all have different environments, different challenges and different equipment.
3. Make sure you have the option to transmit commands via IR, RF, or both in order to achieve reliability.
4. Make sure options are available to improve the reliability and increase the range of the RF reception. Make sure options are available to monitor the on/off power status of equipment.

These are the types of things that differentiate a remote control system that is designed for professional installers, from retail-style products. It is why I've been using the term 'remote control system' - because a stand-alone universal remote is often not good enough.

Conclusion

My intention here is not to provide an all-inclusive feature list that describes the perfect remote control system. Rather, it is to point out how important the remote control system is, and how often it is undervalued. Unfortunately, because cheap OEM remotes are included with every A/V component that we buy, there is a perception that the remote control system is no big deal. However, great value can be added into every system, and customer satisfaction can be secured, by offering a professionally-programmed control system. As a custom installer, I hope you realise just how important it is to the success of your business.

Pete Baker is Vice President of Sales and Marketing for Remote Technologies Incorporated (RTI), a technology-driven company headquartered in the U.S. that specialises in developing and marketing innovative home system control products. He has been a custom installation specialist for more than twenty years.

www.rticorp.com